Emails that disappear from the server from time to time

If messages disappear, first check whether they are also missing in Webmail and which folder they were in. That comparison tells a local client problem apart from a deletion or move synchronised with the server.

What to check

1. Check whether the account uses POP or IMAP. POP can download and delete the server copy; IMAP synchronises moves and deletions made from any device.
2. Review every computer, phone and application connected, not just the device where you noticed the problem.
3. Check the retention options, emptying of Trash and Spam, and removal of POP copies by age.
4. Review the client's filters and the cPanel email filters.
5. Check whether Email Disk Usage was used to delete messages by folder or age.
6. Look in Track Delivery to confirm whether the message arrived in the first place. This tool doesn't tell you who deleted it afterwards.

Don't change a rule until you have identified it. If the message is missing in Webmail and you can't find an action that explains it, contact support with the account, subject, sender, approximate date and the last time it was seen.

Before recovering or reconfiguring the account

Keep a copy of the messages still on the computer, especially if they were downloaded over POP. Deleting the profile or switching it to IMAP can make you lose access to that local copy; a new IMAP sync doesn't recover what is already missing from the server.

If you identify a rule that deletes messages, fix it before restoring a backup: it could delete them again at the next sync. When you request a recovery, give the affected folder and time range so we can assess which backup exists and how to keep recent messages too.